Full Job Description
The Federal Reserve Financial Services (FRFS) is seeking a Service Management Senior Specialist to join our evolving enterprise-wide Service Management Organization (SMO). This role is essential for supporting and advancing the operational stability of FRFS products, including Fedwire, ACH, Check, FedLine, FedNow, FedCash, and all supporting applications. As a member of the SMO, you will help build and mature the organization's service management capabilities, collaborating across product lines and operational teams to identify, analyze, and resolve systemic issues. In addition to problem management responsibilities, the Service Management Coordinator will be involved in major incident management and will assist with all service management tasks including Incident, Problem, Event, Request, Change, and Knowledge management.
The Service Management Senior Specialist will support and analyze incidents, problems, events, requests, and changes across FRFS products to pinpoint opportunities for continuous improvement, trending, and reporting. You will facilitate and execute Root Cause Analysis reports and meetings, oversee associated resolutions, and work with cross-functional teams to implement solutions and mitigation steps. You will also assist in managing major incidents, ensuring swift resolution and communication. The goal is to minimize future incidents and problems, reduce the risk of recurrence, and enhance operational reliability for all FRFS services. By partnering with teams across the enterprise, you will help shape and maintain a world-class, end-to-end customer experience for all FRFS users.
As part of the SMO, you will:
30 Maintain laser focus on delivering a world class, end-to-end customer experience across all FRFS products.
30 Diagnose and resolve problems and incidents impacting any FRFS service or supporting application.
30 Work multiple tickets simultaneously across Incident, Problem, Event, Request, Change, and Knowledge management, prioritizing based on business impact and urgency.
30 Collaborate with other groups to determine root causes and drive enterprise-wide solutions for both incidents and problems.
30 Write and maintain knowledge articles for known errors and incidents; share best practices across the organization.
30 Lead pro-active service management initiatives to prevent future incidents and problems, and continuously improve service reliability.
30 Develop and deliver high level reports, metrics, and analysis to inform stakeholders about service performance, identify trends, support root cause investigations, and drive continuous improvement initiatives that enhance operational reliability and customer satisfaction across FRFS products.
Service Management Scope and Coverage Expectations:
7:00am-7:00pm EST Working hours
This role supports service management activities across the FRFS portfolio during established operating hours and requires participation in a shared, rotational on-call schedule for after-hours, weekend, and holiday coverage. On-call engagements are generally low in volume but may increase during periods of heightened operational activity or significant incidents; those in this role must remain prepared to respond promptly and support resolution as needed. Employees required to provide on-call support on holidays can receive compensatory time in accordance with applicable policies and business needs.
This position offers a unique opportunity to be part of a transformative initiative, helping to build and strengthen an enterprise-wide SMO that supports the Federal Reserve's mission-critical financial services. Your work will directly contribute to operational excellence across the FRFS portfolio, enhancing the payments landscape and customer experience nationwide.
Expertise you would bring
30 Bachelor's degree with 6+ years relevant work experience
30 ITIL certification preferred
30 Experience with troubleshooting software-based Services
30 Experience working with payments systems (preferred) and monitoring/tracking software (such as ServiceNow, Salesforce, Dynatrace, Grafana, or similar tools within a large enterprise).
30 Analytical and problem-solving skills with ability to gather, analyze and synthesize information
30 Initiative toward improving customer experience leveraging the scientific method
30 Strong collaboration, influencing skills, and verbal and written communication skills
30 Strong organizational and time management skills
30 Experience with one or more methods for determining root cause such as Ishikawa, 5 Whys, FMEA, Kaizen, etc.
30 Experience or familiarity with event management
30 Experience troubleshooting both on-prem and cloud-based infrastructures
It's added value if you have
30 Exposure to, and experience with, developing and using automation to solve business problems
30 Experience working with payments systems (preferred)
30 Familiarity with ISO20022 messages
30 Experience or familiarity with Agile, or SAFe Agile
30 Experience with agile software tools such as Octane, Jira, VersionOne, Confluence
Experience:
Bachelor's Degree or 4 years equivalent experience preferred. 5 years of relevant experience. 8 years of relevant experience for Expert level.
Our total rewards program offers benefits that are the best fit for you at every stage of your career:
30 Comprehensive healthcare options (Medical, Dental, and Vision)
30 401K match, and a fully funded pension plan
30 Paid vacation and holidays; flexible work environment
30 Generously subsidized public transportation
30 Education Assistance Program
30 Professional development programs, training and conferences
30 And more...
Additional Requirements:
30 This position will require at minimum fingerprinting for a criminal background check, education and employment verification, along with potential additional screening requirements due to the information accessed while performing the job. Any offer of employment is contingent upon satisfactory results of any required background screening. These screenings would be initiated at the time of offer acceptance and can take up to approximately 8 weeks to be completed. The screening covers areas such as education/employment verification, criminal history, credit history, and reaches out to your references and people that know you well.
30 For Law Enforcement positions, physical, psychological, drug, stress/EKG, and attending an academy will be required.
30 Applicants must be currently authorized to work in the United States without the need for visa sponsorship now or in the future.
30 Federal Reserve Bank of Atlanta employees must comply with the Bank's ethics rules. These rules generally prohibit employees, their spouses/domestic partners, and minor children from holding financial interests (such as common stock and corporate bonds) issued by financial institutions. This prohibition also applies to investment funds that focus on investing in the financial sector. If you, your spouse/domestic partner, or minor child own such securities, you will generally be asked to divest them if you accept an offer of Bank employment. If you have concerns about this prohibition, you should raise the issue with the recruiter for this posting early in the process.
This is not necessarily an exhaustive list of all responsibilities, duties, performance standards or requirements, efforts, skills or working conditions associated with the job. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job or to require that other or different tasks be performed when circumstances change (e.g. emergencies, rush jobs, change in workload or technological developments).
Full Time / Part Time
Full time
Regular / Temporary
Regular
Job Exempt (Yes / No)
Yes
Job Category
Information Technology Family Group
Work Shift
First (United States of America)
